Nokuthokoza Cheryl
Call Centre Manager
Durban
Summary
I bring a proven track record in leadership, client service, and team management. My strong technical skills and industry experience make me a valuable asset to any organization. Throughout my career, my dedication, adaptability, and commitment to excellence have been evident. I have consistently delivered results, which is reflected in my long tenure with my previous employer.
Overview
14
14
years of professional experience
Work History
Cashier
Discom
01.1995
Call Centre Team Leader
CCD Couriers
01.2010 - 01.2024
- Running and printing reports for call centre performance
- Allocating work to call centre staff and call lists for different teams
- Ensuring proper call escalation through the Power Dialer and handling inbound calls
- Monitoring system bookings and reporting irregular figures to the Manager
- Escalating queries and incidents to relevant account managers and courier managers
- Assisting call centre agents with queries
- Arranging special deliveries when necessary
- Handling difficult client complaints
- Maintaining SLA compliance
- Promptly replying to all email queries
- Liaising with outstations and following up on queries
- Updating call centre staff on new policies and rules
- Arranging training sessions
- Monitoring staff performance
- Motivating and coaching staff
- Regularly updating training manuals.
Skills
Customer Assistance and Service
Physical Address
28 Payne Street, Pinetown, Durban
Personal Information
- ID Number: 7501080558083
- License: Code 8
- Dependents: 01
- Gender: Female
References
Itumeleng Mohapeloa, CCD Couriers, Call Centre Manager, 011 799 5285 / 0747171364
Timeline
Call Centre Team Leader
CCD Couriers
01.2010 - 01.2024
Cashier
Discom
01.1995
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